I've noticed more and more companies not recording the chat logs for user review - meaning, me as a customer, I should be allowed to re-read what was done before.
This was something we had available to our clients when I ran hosting. A user could see any ticket they entered, and any live chat communication that they had with staff.
Today, more than ever, I find myself running into a similar issue that I had resolved a few weeks or a few months ago, but can't remember what I did (or the host did) to resolve it. Having that chat log or ticket log available means I can quickly tell the staff "do X as per previous chat" without them having to research how to do something.
Seems like all the big hosts are removing the ability to review old tickets or chats.
